Trend watch columns:Call center

Call center

Trend: Remote call center agents

Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best practices for hiring and managing remote staff in the call center.

Display in sets of:

  • Effective eLearning training in the call center: Eight tips for success

    04 Aug 2008

    Column -  Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center.

  • Managing remote call center agents: 14 best practices

    07 May 2007

    Column -  Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best practices...